2022: Omnichannel presentation

How medical content transformation is enabling better customer experiences

What is more difficult than change? Forced change. Covid-19 put the digital readiness and customer centricity of many organizations in the spotlight and under pressure. In this session, we will share what it takes to mobilize and implement change in a customer-facing service, in case the Medical Information service.

The audience of this talk will take a look at our transformation journey. It will see what strategies we put in place to effect customer centricity. We will share how we got the endorsement of key decision makers and how our capability map looks like. Of interest, we will showcase preliminary results of content transformation and its impact on customers, with real customer feedback and insights.


What you’ll learn

  • Understand the context of the Medinfo transformation project
  • Learn in what ways content transformation enables better customer experiences
  • Be inspired by the strategies that were put in place to deliver on the promise of customer centricity and how to secure buy in.